Job Summary
To ensure ACCO meets and exceeds Customer’s expectations and demands with regards to service delivery and total customer satisfaction, through effective order handling, query investigation and resolution.
Responsibilities
- Process Customer orders and related queries accurately and in a timely manner, ensuring all deadlines are met.
- Use Customer portals for order management (e.g., check order status, confirm stock availability, manage returns, raise/query cases) to ensure accurate and timely fulfilment.
- Capture customer demand, including daily lost sales data, and communicate clearly to Sales and Demand Planning.
- Drive continuous improvement of the sales order process from order receipt through warehouse fulfilment and invoicing.
- Investigate delivery disputes using report data to highlight improvement opportunities, including preventative actions and process re‑engineering, with a focus on debit reduction.
- Act as first response for customer‑raised quality issues and chargebacks (Customer fines): acknowledge, triage/log, coordinate investigation/root‑cause analysis, and communicate corrective/preventive actions through to resolution.
- Seek automation and optimisation of processes, utilising Amazon tools in line with ACCO system platforms.
- Work collaboratively with the ACCO Sales team on account management and building Customer relationships.
- Actively contribute to process reviews to ensure best practice is adopted.
- Develop and maintain effective links with internal departments to ensure alignment of processes.
- Provide cover for other team members during times of absence.
- Contribute to team effort to ensure all department goals and targets are achieved.
- Undertake additional tasks as requested by line management.
- Ensure compliance with Company Standards and Regulations regarding Health, Safety and the Environment, and policies including Sarbanes‑Oxley (SOX); maintain departmental standards of dress, timekeeping and attendance.
Knowledge, Skills & Experience
- Experience of Amazon including vendor central.
- Proven experience in a customer service environment, with a strong focus on order management, query resolution, and customer satisfaction.
- Demonstrated analytical and problem‑solving capability, with the ability to investigate issues, identify root causes, and implement effective solutions.
- Experience working collaboratively within a team environment, supporting shared objectives and service delivery targets.
- Confident interacting with customers and internal stakeholders at all levels, maintaining professionalism at all times.
- Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally.
- Strong organisational, planning, and time‑management skills, with the ability to manage multiple priorities and meet deadlines.
- Proactive, self‑motivated, and adaptable, with a positive approach to change and continuous improvement.
- High level of IT literacy, with proven experience using Microsoft Office applications, including Outlook, Excel, and Word.
- Strong analytical and problem‑solving skills with the ability to successfully interact with customers and colleagues.
- Cross‑functional working environment.
Working Arrangement
- Full time position – Monday to Friday.
- 35 hours per week, or hours to complete tasks.
Equal Opportunity Employer
ACCO Brands is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, marital status, national origin, physical or mental disability, veteran status, and any other characteristic protected by applicable law. The company strives to create a winning culture with a leadership promise to provide equal access and opportunity for all to grow, succeed, and contribute to their full potential.
